System Administrator

At RONA, over 26,000 employees let their passion blossom every day. Our teams are driven by the desire to help people bring their projects to life and are committed to making a difference in the communities we serve.

We operate or service some 450 corporate and affiliated dealer stores. With a distinctive product and service offering and complementary store formats ranging from neighbourhood hardware stores to Big Box stores, our RONA, Lowe’s, Réno-Dépôt, and Dick’s Lumber banners are always looking for dedicated employees to help meet all the needs of DIYers, heavy DIYers, and contractors.

You’ve got the talent? We’ve got the tools Here, your work and ideas will contribute to building a flourishing organization. Your voice will always be heard and valued. You’ll find career opportunities that live up to your ambitions and be able to further develop your unique set of skills.

So if you’re looking to do what you love, we could be perfect for each other.

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**Our expectations**:
Under the direction of the TISM Department Manager, the System Administrator - Major Incidents, is responsible for leading and coordinating the response to all major incidents affecting IT services in the organization. He or she is the primary point of contact for all stakeholders during major incidents, including the Senior Leadership Team, the technical teams, and customers. The incumbent is responsible for ensuring that incidents are managed effectively, minimizing the impact on the company and restoring services as quickly as possible.

**Your role**:

- Lead and coordinate the response to major incidents affecting IT services by engaging the technical teams and stakeholders as needed
- Manage and communicate incident status updates to the Senior Leadership Team, the technical teams, and customers
- Develop and maintain incident management plans, procedures, and documentation
- Identify opportunities to improve incident management processes and procedures, and work with the teams to implement changes
- Ensure that all incidents are accurately logged, categorized, and prioritized in the incident management system
- Ensure that incidents are resolved within the agreed upon timeframe and that customers are informed of the progress
- Work within an overall rotation, covering local daytime hours, including holidays and weekends, on a rotating basis
- Analyze incident data to identify trends and potential areas for improvement
- Coordinate the post-incident reviews to identify lessons learned and opportunities for improvement
- Assist in the planning and execution of the pre-production servers
- Coordinate and plan computer system upgrades and installations

**The qualifications we are looking for**:

- University or Diploma of College Studies in computer science or equivalent
- Experience with IT ticketing systems
- Strong analytical and synthesizing skills
- Leadership and team spirit
- ITIL certification
- Experience establishing processes, tools pertaining to ticketing systems, IT service catalogues, and all other ITIL processes
- Ability to work under pressure and manage numerous priorities
- Ability to adapt easily to change
- Ability to handle several interventions simultaneously
- Good problem-solving skills
- Ability to share knowledge and expertise in readily understandable terms
- Ability to operate within short deadlines and constraints
- Organizational skills, service-oriented, and concern for quality
- Meeting facilitation skills
- Autonomy and sense of initiative
- Self-direction while learning new systems
- Practical knowledge of Microsoft Office

**By joining the RONA family, you’ll enjoy many benefits, such as**:

- A fitness centre, sports activities, and showers
- A childcare centre that can accommodate up to 78 children
- A cafeteria with a delicious menu prepared by a dedicated chef, healthy options, as well as FARO Roasting Houses and Tim Hortons coffee stations
- Exclusive employee discounts, plus a 10% discount on store merchandise (at all RONA banners)
- Benefits: retirement savings plan, annual bonuses, student incentive program, etc.
- Electric car charging stations
- Career growth opportunities within the company
- An inclusive and safe working environment
- Promotion of work-life balance
- An employer that’s involved in the community
- And much more